MP Couture Customer & Sales Journey

Customer Journey

The MP Couture Customer Journey

Each stage should help Maya understand what the customer is doing, what she needs, and what MP Couture should do next.

Discover

Customer isSeeing MP Couture through Instagram, a referral, or someone wearing a coat.

Customer needsEnough interest and trust to keep looking.

Maya shouldMake the product clear, desirable and easy to understand.

Explore

Customer isLooking at styles, colors, fit, details and possibilities.

Customer needsEnough information to decide whether MP Couture could be right for her.

Maya shouldShow the coat clearly, explain useful differences and avoid overwhelming her.

Contact Maya

Customer isSending a DM or WhatsApp message with a question or interest.

Customer needsA warm answer and confidence that someone will guide her.

Maya shouldGreet her, answer what she asked, then help with the next likely question.

Choose Together

Customer isComparing coats, colors, fit or how she might wear them.

Customer needsHelp narrowing the choice.

Maya shouldRecommend, compare and usually show only one or two relevant options.

Confirm Fit & Details

Customer isGetting closer to buying and checking the final details.

Customer needsConfidence that the fit, product and details are right before she commits.

Maya shouldConfirm measurements, product, color, price and the next step before payment.

Purchase

Customer isReady to complete the order.

Customer needsA clear and reassuring transaction.

Maya shouldConfirm the final choice, payment and delivery or pickup without adding new options.

Continue the Relationship

Customer isLiving with the coat after the purchase.

Customer needsTo feel that the service did not end at payment.

Maya shouldFollow up, help with care or styling and make it easy to return later.

Founder Rule

Your rule

Answer what she asked. Then help her with what she is likely to need next.

Keep it curated. Usually one or two relevant options are enough.

Sales Journey

Active Sales Journey

Open the stage that matches the conversation. Use the message when helpful, then guide the customer toward the clearest next step.

First reply

Greet her, thank her for contacting MP Couture, then answer the question.

Active conversation

Answer directly. Do not repeat the greeting once the conversation is already moving.

Closing or reconnecting

Use a short warm thank you, follow up, or relationship message when the moment calls for it.

Multi question rule: If she asks several things at once, answer everything in one natural message first. Then guide her toward the most important next decision.

If this is the first reply: Start with a short, natural greeting. Thank her for contacting MP Couture, then answer what she asked. Once the conversation is active, answer directly without repeating the greeting.

Price

Customer says

How much is this one?

You reply

Hi, thank you for reaching out to MP Couture. Yes, of course. This one is $___. I also have it in ___ and ___. I can send you both colors.

You can send

Photos of the same coat in the available colors.

If useful, suggest

One similar style or another relevant price point.

Fit & MeasurementsChoosing the Right CoatPurchase Decision

Availability

Customer says

Do you still have this one?

You reply

Hi, thank you for reaching out to MP Couture. Yes, I still have it. I have it in ___ and ___ right now. Let me send you both.

If it is not available

I do not have this one right now. I have one or two options that are close to this style. Let me send you those first.

Not sure what she wants

Customer says

I am not really sure what I am looking for.

You reply

Hi, thank you for reaching out to MP Couture. That is okay. How do you see yourself wearing it most? Everyday, work, going out, or something a little more dressed up?

Your role

Guide, do not quiz. Use her answer to show one or two relevant directions.

More photos

You reply

Yes, of course. Let me send you the front, back and a few closer details.

You can send

Front, back, fabric, collar, cuff, belt, interior and another color when useful.

Material or warmth

Material

This one is ___. Let me send you a close photo so you can see the texture.

Warmth

This one is a warmer coat. If you want something lighter for everyday, I can show you another option too.

Fit rule: Measurements must be complete and checked before the order is finalized. Do not imply that fit can be corrected later.

Customer asks about size

You reply

Let us check the fit first. I want to make sure the measurements are right before we confirm the coat. If you are close by, I can measure you myself. If not, we can do it from home.

You can send

Fit & Measurements guide.

Use an existing coat

Customer says

I have a coat that fits me really well.

You reply

That works really well. Grab the coat you like the fit of and I will show you where to measure it.

Layering preference

You reply

Do you normally like your coats a little closer to the body, or do you like having some room for sweaters underneath?

Final fit confirmation

You reply

Perfect. Let me confirm the measurements with you one more time before we finish.

Choosing the Right CoatOrder & Payment

Keep the choice small: Start with the strongest match. Add one useful alternative only when it helps.

Two coats

Customer says

I like these two. Which one do you think is better?

You reply

They are both nice, but they feel a little different. The ___ is easier for everyday. The ___ feels a little more dressed up. How do you see yourself wearing it most?

You can send

Side by side images using the same angle when possible.

Two colors

You reply

The black is easy and classic. The camel feels softer and gives you a different look. What do you wear more often?

Maya recommendation

Customer says

Which one would you choose for me?

You reply

Based on what you told me, I would go with the ___ for you. I think you will get more use out of that one.

Still unsure

You reply

Of course. What are you still unsure about? The fit, color, price, or whether it is the right coat for you?

Your role

Solve the concern first. Do not add more product until you understand the hesitation.

Decision rule: Do not defend or over explain. Understand the hesitation, answer it, then make the next step clear.

Price hesitation

Customer says

It is a little more than I wanted to spend.

You reply

I understand. I have one or two other options at a different price that are close to this style. Let me send you those first.

Needs to think

Customer says

Let me think about it.

You reply

Of course. Is there anything you are still unsure about? The fit, the color, the price, or just whether it is the right one?

Ready to buy

You reply

Perfect. You are going with the ___ in ___. Let me confirm the measurements with you one more time before we finish.

No response

One follow up only

Hi! I wanted to follow up on the ___ you were looking at. If you still want to see the colors or check the measurements, just let me know.

Simplify once she decides: Confirm the coat, color and measurements before payment. Do not introduce new product options.

Final confirmation

You reply

Perfect. I have: ___ coat ___ color ___ measurements Everything looks right. I will send you the payment details now.

Payment received

You reply

Perfect, thank you. Your coat is confirmed. I will keep you updated on the next step.

Delivery or pickup

Delivery

Your coat is ready. I will send you the delivery details here. I hope you love it and enjoy wearing it.

Pickup

Your coat is ready for pickup. I will send you the details here. I hope you love it and enjoy wearing it.

Relationship rule: Follow up because it adds value, not because you need another sale.

Check in

You send

Hi! I wanted to check in now that you have had your coat for a little while. How are you liking it?

Care question

You reply

Of course. Let me send you the care instructions for this coat.

You can send

Care Questions guide with the correct guidance for the product.

Customer photo

You reply

I love it. It looks so good on you.

Ask separately before sharing

Customer says she loves it

You reply

I am so happy you love it. Enjoy your coat, and if you ever need help with styling or care, just message me.

Returning customer

You send

Hi! I just got something in that made me think of you. It has a similar feel to the coat you bought, but this one is ___. Let me send you a photo.

Decision Support

Help Her Decide

Use the same simple logic throughout the conversation.

What is she unsure about?

FitColorValueCareWhich option

What would help her decide?

Product informationMeasurement guidanceA clearer imageA simple explanationA comparison

What is the next step?

Confirm measurementsChoose between two optionsConfirm the productComplete the purchaseFollow up later

Customer Answer Assets

Two Useful Visual Guides

Use these when a visual answer is easier than repeating the same explanation in a message.

Fit & Measurements

Use before purchase when the customer needs help with fit, measurements or an existing coat reference.

Care Questions

Use for care, storage and after purchase questions.

Customer Signal

Notice What Keeps Coming Up

If customers keep asking the same question, pay attention.

It may be something MP Couture should explain earlier or turn into useful content.

Repeated care questions → Know What You’re Choosing